Alex

Review of Sears Holding Company

Ordering from Sears is an absolute nightmare -- we...

Ordering from Sears is an absolute nightmare -- we purchased from the website because they were running a Holiday promotion. Do yourself a favor and order directly from NordicTrack or any other retailer -- do not use Sears.

They scheduled a delivery date about 10 days out. The night before delivery, they delayed the shipment by another day, without explanation.

They rescheduled for the next day and give you a two hour window they will deliver within (in this case, 2-4pm). The delivery company they work with called at 11:45am to 'let me know' they were 15 minutes away. I told them this wouldn't work, and to honor their time window provided.

They delivered at 4pm and upon opening the box, the frame of the treadmill was cracked. I have spoken with four customer support agents on the phone since then, and my options are:

1. Request a replacement part directly from NordicTrack (with no guarantee that other parts of the treadmill weren't also damaged in transit), someone will call 24-48 hours to determine what part I need.

2. Request a replacement treadmill/exchange: Earliest available exchange is 7 days out (while in the mean time an unusable 6 foot treadmill sits in our entry).

3. Request a return for a refund: Sears is "Not sure" when someone can pick up broken treadmill, broken treadmill sits in my entry for indeterminate days until someone decides to pick it up.

There is no sense of urgency, nor any focus on customer service on an item costing in the thousands of dollars.

This is hands down the worst customer experience I have encountered from any company.

Completely unprofessional...